Mitel MiVOICE 6920 User manual

Mitel 6920 SIP Phone
RELEASE 6.0.0 USER GUIDE
58016330 REV00
April, 2021

Notice
The information contained in this document is believed to be accurate in all respects but is not warranted by Mitel Networks™
Corporation (MITEL®). The information is subject to change without notice and should not be construed in any way as a commit-
ment by Mitel or any of its affiliates or subsidiaries. Mitel and its affiliates and subsidiaries assume no responsibility for any errors
or omissions in this document. Revisions of this document or new editions of it may be issued to incorporate such changes.No
part of this document can be reproduced or transmitted in any form or by any means - electronic or mechanical - for any purpose
without written permission from Mitel Networks Corporation.
Trademarks
The trademarks, service marks, logos and graphics (collectively “Trademarks”) appearing on Mitel's Internet sites or in its publi-
cations are registered and unregistered trademarks of Mitel Networks Corporation (MNC) or its subsidiaries (collectively "Mitel")
or others. Use of the Trademarks is prohibited without the express consent from Mitel. Please contact our legal department at
[email protected] for additional information. For a list of the worldwide Mitel Networks Corporation registered trademarks, please
refer to the website: http://www.mitel.com/trademarks.
®,™ Trademark of Mitel Networks Corporation
© Copyright 2021, Mitel Networks Corporation
All rights reserved

Software License Agreement
Mitel, hereinafter known as “Seller”, grants to Customer a personal, worldwide, non-transferable, non-sublicenseable and non-
exclusive, restricted use license to use Software in object form solely with the Equipment for which the Software was intended.
This Product may integrate programs, licensed to Mitel by third party Suppliers, for distribution under the terms of this agreement.
These programs are confidential and proprietary, and are protected as such by copyright law as unpublished works and by inter-
national treaties to the fullest extent under the applicable law of the jurisdiction of the Customer. In addition, these confidential
and proprietary programs are works conforming to the requirements of Section 401 of title 17 of the United States Code.
Customer shall not disclose to any third party such confidential and proprietary programs and information and shall not export
licensed Software to any country except in accordance with United States Export laws and restrictions.
Customer agrees to not reverse engineer, decompile, disassemble or display Software furnished in object code form. Customer
shall not modify, copy, reproduce, distribute, transcribe, translate or reduce to electronic medium or machine readable form or
language, derive source code without the express written consent of the Seller and its Suppliers, or disseminate or otherwise
disclose the Software to third parties. All Software furnished hereunder (whether or not part of firmware), including all copies
thereof, are and shall remain the property of Seller and its Suppliers and are subject to the terms and conditions of this agree-
ment. All rights reserved.
Customer's use of this software shall be deemed to reflect Customer's agreement to abide by the terms and conditions contained
herein. Removal or modification of trademarks, copyright notices, logos, etc., or the use of Software on any Equipment other than
that for which it is intended, or any other material breach of this Agreement, shall automatically terminate this license. If this
Agreement is terminated for breach, Customer shall immediately discontinue use and destroy or return to Seller all licensed soft-
ware and other confidential or proprietary information of Seller. In no event shall Seller or its suppliers or licensors be liable for
any damages whatsoever (including without limitation, damages for loss of business profits, business interruption, loss of busi-
ness information, other pecuniary loss, or consequential damages) arising out of the use of or inability to use the software, even
if Seller has been advised of the possibility of such damages.

Contents
Welcome . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
6920 IP Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
6920t IP Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Supporting documentation . . . . . . . . . . . . . . . . . . . . . 2
Phone features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Installation and setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Tips for your comfort and safety . . . . . . . . . . . . . . . . . . . . . . 3
Don’t cradle the handset . . . . . . . . . . . . . . . . . . . . . . 3
Protect your hearing . . . . . . . . . . . . . . . . . . . . . . . . . 3
Adjust the viewing angle . . . . . . . . . . . . . . . . . . . . . . . 3
Phone keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Key panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Key description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Dialpad keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
E.164 support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Plugging in and starting the phone . . . . . . . . . . . . . . . . . . . . . 9
Network Connected/Network Disconnected . . . . . . . . . . .11
Voice Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12
UI overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15
Home screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15
Call screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18
UI navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19
Customizing your phone . . . . . . . . . . . . . . . . . . . . . . . . . 21
Phone Options via IP Phone UI . . . . . . . . . . . . . . . . . . . . . . .21
Using the IP Phone UI . . . . . . . . . . . . . . . . . . . . . . . .23

Phone Options via Mitel Web UI . . . . . . . . . . . . . . . . . . . . . .23
Using the Mitel Web UI . . . . . . . . . . . . . . . . . . . . . . .24
Phone status via IP phone UI . . . . . . . . . . . . . . . . . . . . . . . . .27
Finding Your Phone’s IP Address . . . . . . . . . . . . . . . . . .29
Phone status via Mitel Web UI . . . . . . . . . . . . . . . . . . . . . . . .30
SIP Account Status . . . . . . . . . . . . . . . . . . . . . . . . . .30
Language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31
Specifying the Language to Use Using the IP Phone UI . . . . . .32
Specifying the Language to Use Using the Mitel Web UI . . . . .33
Input Language . . . . . . . . . . . . . . . . . . . . . . . . . . . .33
Time and Date . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39
Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .40
Time Zone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .42
Set Date and Time . . . . . . . . . . . . . . . . . . . . . . . . . .42
Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .45
Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .45
External Sources . . . . . . . . . . . . . . . . . . . . . . . . . . .46
Lock . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .47
Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .47
CONFIGURING A USER PASSWORD . . . . . . . . . . . . . . . . . . . . . . . 47
Phone Lock . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .48
Configuring Lock Settings Using the Mitel Web UI . . . . . . . .49
Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .51
Audio Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . .51
Audio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .52
Audio Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .52
Headset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .53
Ring Tones and Tone Sets . . . . . . . . . . . . . . . . . . . . . .55
Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .61
Home Screen Settings . . . . . . . . . . . . . . . . . . . . . . . .62
Brightness Settings . . . . . . . . . . . . . . . . . . . . . . . . . .62
Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .63
Live Dialpad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .63
Speed Dial Edit . . . . . . . . . . . . . . . . . . . . . . . . . . . .64
Restart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .64
Restarting Your Phone Using the IP Phone UI . . . . . . . . . . .64
Emergency Dial Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . .65
Configuring Softkeys . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Softkey Display Behavior . . . . . . . . . . . . . . . . . . . . . . . . . . .70
Line Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .71
Configuring a Line Key Using the Mitel Web UI . . . . . . . . . .72
Speed Dial Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .72
Speed Dial Prefix . . . . . . . . . . . . . . . . . . . . . . . . . . .73
Press-and-Hold to Create a Speed Dial (applicable to softkeys, dialpad keys,
expansion module keys) . . . . . . . . . . . . . . . . . . . . . . .73

Creating a Speed Dial Key Using the Speed Dial Edit Option (applicable to
softkeys, dialpad keys, expansion module keys) . . . . . . . . . .74
Creating a Speed Dial Softkey Using the Mitel Web UI . . . . . .75
Creating Dialpad Speed Dial Keys Using the Mitel Web UI . . . .76
Press-and-Hold to Edit a Speed Dial . . . . . . . . . . . . . . . .77
Do Not Disturb (DND) Key . . . . . . . . . . . . . . . . . . . . . . . . . .77
Configuring a DND KeyUsing the Mitel Web UI . . . . . . . . . .77
Busy Lamp Field (BLF) Key . . . . . . . . . . . . . . . . . . . . . . . . . .78
Configuring a BLF Key Using the Mitel Web UI . . . . . . . . . . .79
BLF/List Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .80
Configuring a BLF/List Key Using the Mitel Web UI . . . . . . . .81
XML Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .82
Configuring an XML Key Using the Mitel Web UI . . . . . . . . .82
Accessing the XML Service Using the IP Phone UI . . . . . . . .83
Flash Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .84
Configuring a Flash Key Using the Mitel Web UI . . . . . . . . .84
Sprecode Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .84
Configuring a Sprecode Key Using the Mitel Web UI . . . . . . .85
Park/Pickup Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .85
Configuring Park/Pickup Keys Using the Mitel Web UI . . . . . .86
Utilizing the Park Call/Pickup Parked Call Feature Using the IP Phone UI
87
Last Call Return Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .87
Configuring a Last Call Return Key Using the Mitel Web UI . . .87
Call Forward Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .88
Configuring a Call Forward Key Using the Mitel Web UI . . . . .88
BLF/Xfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .89
BLF/Xfer Key Requirements and Functionality . . . . . . . . . .89
Configuring a BLF/Xfer Key Using the Mitel Web UI . . . . . . .89
Speed Dial/Xfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .90
Speed Dial/Xfer Key Requirements and Functionality . . . . . .91
Configuring a Speed Dial/Xfer Key Using the Mitel Web UI . . .91
Speed Dial/Conf . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .92
Configuring a Speed Dial/Conf Key Using the Mitel Web UI . . .92
Speed Dial/MWI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .93
Configuring a Speed Dial/MWI Key Using the Mitel Web UI . . .93
Directory Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .95
Configuring a Directory Key Using the Mitel Web UI . . . . . . .95
Received Callers List Key . . . . . . . . . . . . . . . . . . . . . . . . . . .96
Configuring a Received Callers List Key Using the Mitel Web UI .97
Outgoing Redial Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . .98
Configuring a Outgoing Redial Key Using the Mitel Web UI . . .98
Conference Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .99
Configuring a Conference Key Using the Mitel Web UI . . . . . .99
Transfer Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Configuring a Transfer Key Using the Mitel Web UI . . . . . . 100

Intercom Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Configuring an Intercom Key Using the Mitel Web UI . . . . . 101
Phone Lock Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Configuring a Phone Lock Key . . . . . . . . . . . . . . . . . . . 102
Paging Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Configuring a Paging Key Using the Mitel Web UI . . . . . . . 103
Using the Paging Key . . . . . . . . . . . . . . . . . . . . . . . . 105
Discreet Ringing Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Configuring a Discreet Ringing Key . . . . . . . . . . . . . . . . 105
Call History Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Configuring a Call History Key Using the Mitel Web UI . . . . . 106
Empty Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Configuring an Empty Key Using the Mitel Web UI . . . . . . . 107
None Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Deleting a Key’s Function Using the Mitel Web UI . . . . . . . 108
State-Based Softkeys . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Making Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .111
Dialing a Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Pre-Dialing a Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Using Handsfree Speakerphone . . . . . . . . . . . . . . . . . . . . . . 112
Using a Headset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Volume Controls for the Headset Microphone . . . . . . . . . 113
Making and Receiving Calls Using a Headset . . . . . . . . . . . 114
Using Intercom Functionality . . . . . . . . . . . . . . . . . . . . . . . 114
Using the Icom Key . . . . . . . . . . . . . . . . . . . . . . . . . 114
Outgoing Redial List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Accessing the Outgoing Redial List . . . . . . . . . . . . . . . . 117
Editing Entries in the Outgoing Redial List . . . . . . . . . . . . 118
Deleting All Entries in the Outgoing Redial List . . . . . . . . . 118
Deleting an Entry In the Outgoing Redial List . . . . . . . . . . 119
Copying Entries to the Local Directory . . . . . . . . . . . . . . 120
Mute . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
Receiving Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .121
Answering an Incoming Call . . . . . . . . . . . . . . . . . . . . . . . . 121
Deflecting an Incoming Call . . . . . . . . . . . . . . . . . . . . . . . . 122
Sending an Incoming Call to Voicemail . . . . . . . . . . . . . . . . . . 122
Handling Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .123
Placing a Call on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
When on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Automatic Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . 124
Retrieving a Held Call . . . . . . . . . . . . . . . . . . . . . . . 124
Transferring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124

Blind Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124
Consultative Transfer . . . . . . . . . . . . . . . . . . . . . . . 125
Direct Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Transferring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Transferring an Existing Call to Another Existing Call . . . . . . 127
Transferring to a Contact in the Directory . . . . . . . . . . . . 128
Indication of Transferred Calls . . . . . . . . . . . . . . . . . . 129
Conferencing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Local Conferencing . . . . . . . . . . . . . . . . . . . . . . . . . 130
Creating a Conference Call by Joining Two Existing Calls . . . . 133
Joining Additional Parties to Active Conferences . . . . . . . . 134
Ending a Conference and Transferring Remaining Parties . . . 134
Ending Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
Managing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .136
Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
General Directory Functions . . . . . . . . . . . . . . . . . . . . 137
Local Directory Features . . . . . . . . . . . . . . . . . . . . . . 140
External Directory Source Features . . . . . . . . . . . . . . . . 148
Received Callers List . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
Accessing and Using the Received Callers List . . . . . . . . . . 151
Editing Entries in the Received Callers List . . . . . . . . . . . . 152
Deleting Entries from the Received Callers List . . . . . . . . . 153
Copying Entries to the Local Directory . . . . . . . . . . . . . . 154
Missed Calls Indicator . . . . . . . . . . . . . . . . . . . . . . . 154
Downloading the Received Callers List to Your PC . . . . . . . . 156
Voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
DND and Call Forward . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
DND Configuration . . . . . . . . . . . . . . . . . . . . . . . . . 158
Configuring DND Modes Using the IP Phone UI . . . . . . . . . 161
Call Forward Configuration . . . . . . . . . . . . . . . . . . . . 162
Configuring a Call Forward Key . . . . . . . . . . . . . . . . . . 163
Configuring Call Forward Using the Mitel Web UI . . . . . . . . 164
Using Call Forward via the IP Phone UI . . . . . . . . . . . . . . 166
Additional Features . . . . . . . . . . . . . . . . . . . . . . . . . . . .170
Display DTMF Digits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
Configuring Display of DTMF Digits . . . . . . . . . . . . . . . . 171
Play Call Waiting Tone . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
Configuring Call Waiting Tone . . . . . . . . . . . . . . . . . . . 172
Stuttered Dial Tone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172
Configuring Stuttered Dial Tone . . . . . . . . . . . . . . . . . . 173
XML Beep Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173
Configuring XML Beep Support . . . . . . . . . . . . . . . . . . 174
Status Scroll Delay . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174

Configuring Status Scroll Delay . . . . . . . . . . . . . . . . . . 175
Switch UI Focus to Ringing Line . . . . . . . . . . . . . . . . . . . . . . 175
Configuring Switch Focus to Ringing Line . . . . . . . . . . . . 176
Call Hold Reminder During Active Calls . . . . . . . . . . . . . . . . . . 176
Configuring Call Hold Reminder During Active Calls . . . . . . . 177
Call Hold Reminder (on single hold) . . . . . . . . . . . . . . . . . . . . 177
Configuring Call Hold Reminder . . . . . . . . . . . . . . . . . . 178
Call Waiting Tone Period . . . . . . . . . . . . . . . . . . . . . . . . . . 178
Configuring Call Waiting Tone Period . . . . . . . . . . . . . . . 179
Preferred Line and Preferred Line Timeout . . . . . . . . . . . . . . . . 179
Configuring Preferred Line and Preferred Line Timeout . . . . 181
Goodbye Key Cancels Incoming Calls . . . . . . . . . . . . . . . . . . . 182
Configuring Goodbye Key to Cancel Incoming Calls . . . . . . 182
Message Waiting Indicator . . . . . . . . . . . . . . . . . . . . . . . . . 183
Configuring Message Waiting Indicator . . . . . . . . . . . . . 183
Incoming Intercom Call Features . . . . . . . . . . . . . . . . . . . . . 184
Auto-Answer/Play Warning Tone . . . . . . . . . . . . . . . . . 184
Microphone Mute . . . . . . . . . . . . . . . . . . . . . . . . . 184
Allow Barge In . . . . . . . . . . . . . . . . . . . . . . . . . . . 184
Configuring Incoming Intercom Settings . . . . . . . . . . . . . 185
Group RTP Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
Configuring Group RTP Paging . . . . . . . . . . . . . . . . . . 186
Shared Call Appearance (SCA) Call Bridging . . . . . . . . . . . . . . . 186
SCA Voicemail Indicators . . . . . . . . . . . . . . . . . . . . . 189
Star Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Other Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Model M695 Expansion Module . . . . . . . . . . . . . . . . . . . . .190
Using the Expansion Modules . . . . . . . . . . . . . . . . . . . . . . . 191
Press-and-Hold to Create a Speed Dial Key . . . . . . . . . . . 191
Mitel Wireless LAN Adapter . . . . . . . . . . . . . . . . . . . . . . .192
Installing and Configuring a WLAN Adapter . . . . . . . . . . . . . . . 193
Troubleshooting Solutions . . . . . . . . . . . . . . . . . . . . . . . .195
Why is my display blank? . . . . . . . . . . . . . . . . . . . . . . . . . 195
Why is my speakerphone not working? . . . . . . . . . . . . . . . . . . 195
Why can’t I get a dial tone? . . . . . . . . . . . . . . . . . . . . . . . . 195
Why doesn’t my phone ring? . . . . . . . . . . . . . . . . . . . . . . . 195
Why is the light not coming on with a new voicemail message? . . . . 195
Why is my handset not working? . . . . . . . . . . . . . . . . . . . . . 196
How do I find the IP address of my phone? . . . . . . . . . . . . . . . . 196
Why does my phone display the No Service message? . . . . . . . . . 196
How do I change my user password? . . . . . . . . . . . . . . . . . . . 196
Why does my phone display Bad Encrypted Config? . . . . . . . . . . 196

How do I restart the IP phone? . . . . . . . . . . . . . . . . . . . . . . 196
How do I lock my phone? . . . . . . . . . . . . . . . . . . . . . . . . . 196
Appendix A - Time Zone Codes . . . . . . . . . . . . . . . . . . . . . .197
Limited warranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . .202
Exclusions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
Warranty repair services . . . . . . . . . . . . . . . . . . . . . . . . . . 202
After warranty service . . . . . . . . . . . . . . . . . . . . . . . . . . . 203

1
WELCOME 6920 IP PHONE
Welcome
6920 IP Phone
Part of the new-generation desktop family, the Mitel 6920 SIP IP phone demonstrates Mitel’s
commitment to ease of use and enhanced user value, while delivering innovative features and
applications. A full-feature enterprise-class telephone, the Mitel 6920 SIP IP phone provides a
large color back lit graphics display with 6 programmable softkeys allowing up to 18 functions and
four intuitive context-sensitive softkeys.
This applications phone also features superior sound quality with wideband audio, an enhanced
speakerphone that utilizes advanced audio processing to achieve richer and clearer handsfree
conversations, and native analog, DHSG/EHS, and USB headset functionality.
Accommodating today’s high speed networks through dual Gigabit Ethernet ports, the Mitel 6920
SIP phone also offers plenty of support for Mitel and third-party peripherals and has an environ-
mentally efficient PoE class 2 rating. The Mitel 6920 SIP IP phone is one of the most advanced
desktop IP phones available on the market today and is ideal for enterprise executives, managers,
and employees.
The 6920 SIP IP phone is compatible with select Mitel call managers - MiVoice 5000, MX-ONE,
MiVoice Office 400.
6920t IP Phone
A new variant of the 6920 IP Phone is available called the 6920t IP Phone. This phone is built from
plastics protected with BioCote® antimicrobial technology. The device features plastics with
surfaces that are treated with a silver-based compound that when tested against certain viruses
and bacteria is shown to inhibit their growth by up to 99.9 percent. The 6920t IP Phone has a rede-
signed handset that minimizes crevices and holes that might collect germs, dirt, and grime. The
handset’s smooth surfaces and hard-wired cord make for easy cleaning, facilitating a more
hygienic device.
To differentiate between the 6920 IP Phone and 6920t IP Phone, the Mitel shield icon is added
to the phone, handset, and screensaver to indicate that the phone is built from plastics protected
with the antimicrobial technology.
NOTE:
1. The 6920t IP Phone is tested against certain viruses, not including COVID-19.
2. BioCote® antimicrobial additives are EPA (US) registered. BioCote® is the registered trade-
mark of BioCote Limited. BioCote® technology does not protect users or others against
disease causing microbes including COVID-19 and is not a substitute for good hygiene and/or
cleaning practices.

2
WELCOME ABOUT THIS GUIDE
About this guide
This guide explains how to use the basic features of your new Mitel 6920 SIP IP phone. Not all features
listed are available by default. Your System Administrator has the ability to customize many features on
this phone. Contact your System Administrator to find out which features and services are available to
you on your phone system.
Documentation
•Mitel 6920 SIP IP Phone Quick Reference Guide– Contains call handling instructions, an overview
of the User Interface (UI) and details on UI navigation, as well as information on other important
features. The Quick Reference Guide can be downloaded from http://www.miteldocs.com.
•Mitel 6920 IP Phone Installation Guide– Contains installation and set-up instructions, general
features and functions, and basic options list customization. The Installation Guide can be
down-loaded from http://www.miteldocs.com.
Mitel 6900 SIP IP Phones Administrator Guide– Describes how to set up the Mitel SIP IP phones on
the network and contains advanced configuration instructions. The Administrator Guide is intended for the
System Administrator and can be downloaded from http://www.miteldocs.com.
Supporting documentation
To access phone and system-specific documentation:
1. Log in to Mitel Connect.
2. In the left-hand menu, click Mitel OnLine.
3. In the Support section, click Product Documentation.
4. From the End User Documents drop-down menu, select PDF Guides and Online Help.
5. In the left-hand menu, navigate to SIP Phones > 6900 Series SIP Phone.
Phone features
Feature highlights include:
•3.5” QVGA (320x240) color TFT LCD display with brightness controls
•Built-in-two-port, 10/100/1000 Gigabit Ethernet switch - lets you share a connection with your computer
•USB 2.0 port (100mA maximum)
•6 top softkeys supporting up to 20 functions and four context-sensitive bottom softkeys support-ing up
to 18 functions
•Press-and-hold speed dial key configuration feature
•Wideband handset
•Enhanced wideband, full-duplex speakerphone for handsfree calls
•Extensive support for peripherals and modules: USB, DHSG/EHS, and wired analog headsets, Mitel
M695 Programmable Key Module, and Mitel Wireless LAN Adapter

3
WELCOME INSTALLATION AND SETUP
•AC power adapter (sold separately)
*Availability of feature is dependent on your phone system or service provider.
Installation and setup
Please refer to the Mitel 6920 IP Phone Installation Guide included with your phone for basic installation
and physical setup information.
Tips for your comfort and safety
Don’t cradle the handset
Prolonged use of the handset can lead to neck, shoulder, or back discomfort, especially if you cradle the
handset between your ear and shoulder. If you use your phone a lot, you may find it more comfortable to
use a headset.
Protect your hearing
Your Mitel 6920 SIP IP phone has a control for adjusting the volume of the handset, headset, and speak-
erphone. Because continuous exposure to loud sounds can contribute to hearing loss, keep the volume
at a moderate level.
Adjust the viewing angle
The stand for your Mitel 6920 SIP IP phone supports two viewing angles (30° and 60°). Adjust the stand
to suit your viewing preference. For instructions on how to adjust the stand, see the Mitel 6920 IP Phone
Installation Guide.

4
PHONE KEYS KEY PANEL
Phone keys
Key panel
The following sections describe the various Mitel 6920 SIP IP phone key functions and how they can help
you make and manage your calls and caller information.
qHandset aGoodbye Key
wSpeaker sRedial Key
eMessage Waiting
Indicator (MWI)
dHold Key

5
PHONE KEYS KEY DESCRIPTION
Key description
The following table describes the keys on the Mitel 6920 SIP IP phone:
rDirectory Key fMute Key
tCall History Key gSpeaker/Headset Key
yVoicemail Key hNavigation Keys/Select
Button
uOptions Key jContext-Sensitive
Softkeys
iVolume Control kProgrammable Keys
oDialpad lLCD Screen
Key Description
Directory key - Displays a list of your contacts.
For more information, see “Directory”.
Call History key - Displays a list of your missed,
outgoing, and answered calls.
For more information, see “Call History Key”
Voicemail key - Provides access to your
voicemail service (if configured).
For more information, see “Voicemail”
Options key- Provides services and static
settings that allow you to customize your phone.
For more information, see “Customizing your
phone”
Volume controls - Adjusts the volume for the
ringer, handset, headset, and speakerphone.
Press the volume control keys while the phone is
ringing to adjust the ringer volume. Pressing
these keys during an active call adjusts the
volume of the audio device being used (handset,
headset, or speaker).
Goodbye key- Ends an active call. The
Goodbye key also exits an open list (such as
Call History) and menus (such as the Static
Settings menu) without saving changes.

6
PHONE KEYS DIALPAD KEYS
Dialpad keys
The Mitel 6920 SIP IP phone has a dialpad with digits from 0 through 9, a * key, and a # key. Keys 2
through 9 contain the letters of the alphabet. These dialpad keys can be used to dial a phone number to
Redial key - Displays a list of your previously
dialed calls. Pressing the Redial key twice redials
the last dialed number displayed on the Home
screen.
For more information, see “Outgoing Redial Key”
Hold key - Places an active call on hold. To
retrieve a held call, press the applicable Line key.
For more information, see “Placing a Call on
Hold”
Mute key- Mutes the microphone so that your
caller cannot hear you (the LED beside the key
turns on when the microphone is on mute).
For more information, see “Mute”.
Speaker/Headset key - Transfers the active call
to the speaker or headset, allowing handsfree
use of the phone.
For more information, see “Audio”.
Navigation keys and select button -
Multi-directional navigation keys that allow you to
navigate through the phone’s User Interface (UI).
Pressing the center Select button sets options as
well as performs actions such as dialing out from
the Contacts or Call History.
On the Home screen, the left and right navigation
keys can be used to switch between the home
screen, the line manager, and active calls.
Bottom softkeys- Four context-sensitive bottom
softkeys that allow you to perform 18 functions
during specific states (that is when the phone is
an idle, connected, incoming, outgoing, or busy
state).For more information, see “Configuring
Softkeys”.
Top softkeys- Six programmable, multi-function
that allow you to use up to 20 specific functions.
For more information, see “Configuring Softkeys”.
Key Description

7
PHONE KEYS DIALPAD KEYS
make a call (see “Making Calls” ) and to press keys requested by an Interactive Voice Response (IVR)
system. The basic inputs for the Mitel 6920 SIP phone dialpad includes the following:
The * is called the star key. The # is called the pound key, number sign, or hash key, depending on one's
nationality or personal preference. These can be used for special functions such as accessing advanced
services. The star key and pound key functions are dependent on your call server’s feature availability.
Contact your System Administrator for more information about available functions using these keys.
Dialpad Key Description
0 Dials 0
1 Dials 1
2 ABC Dials 2
When entering text, this key enters A with one
press, B with two presses, and C with three
presses.
3 DEF Dials 3
When entering text, this key enters D with one
press, E with two presses, and F with three
presses.
4 GHI Dials 4
When entering text, this key enters G with one
press, H with two presses, and I with three
presses.
5 JKL Dials 5
When entering text, this key enters J with one
press, K with two presses, and L with three
presses.
6 MNO Dials 6
When entering text, this key enters M with one
press, N with two presses, and O with three
presses.
7 PQRS Dials 7
When entering text, this key enters P with one
press, Q with two presses, R with three presses,
and S with four presses.
8 TUV Dials 8
When entering text, this key enters T with one
press, U with two presses, and V with three
presses.
9 WXYZ Dials 9
When entering text, this key enters W with one
press, X with two presses, Y with three presses,
and Z with four presses.

8
PHONE KEYS E.164 SUPPORT
When entering characters in the various Settings menus or in different applications (for example, when
adding a contact to your Contacts application), advanced characters can be entered using the dialpad
keys.
The following tables identifies the characters that you can use and the order in which they are accessible.
E.164 support
E.164 is the international telephone numbering plan that ensures each device on the PSTN has a globally
unique number. E.164 numbers are formatted as [+] [country code] [subscriber number including area
code], and can have a maximum of 15 digits.
Users can dial E.164 numbers from 6920 IP phones. The support for inserting the '+' symbol is provided
to users in the following ways:
•When dialing from the phone, users can insert the '+' symbol by a long-press of the '0' key.
•When entering an E.164 number as a number entry in the directory from the phone UI, users can insert
the '+' symbol by a long-press of the '0' key.
•When entering an E.164 number as a number entry in the keypad Speed dial from the phone UI, users
can insert the '+' symbol by a long-press of the '0' key.
Key Uppercase Characters Lowercase Characters
0 0 + 0 +
1 1 . : ; =_ , - ' & ( ) $ ! 1 . : ; =_ , - ' & ( ) $ !
2 A B C 2 a b c 2
3 D E F 3 d e f 3
4 G H I 4 g h i 4
5 J K L 5 j k l 5
6 M NO 6 m n o 6
7 P Q R S 7 p q r s 7
8 T U V 8 t u v 8
9 W X Y Z 9 w x y z 9
* * <SPACE> * <SPACE>
# # / \ @ # / \ @

9
GETTING STARTED PLUGGING IN AND STARTING THE PHONE
Getting started
The Mitel 6920 SIP IP phone must be set up and be configured by the System Administrator prior to its
first use.
Plugging in and starting the phone
The 6920 automatically begins the start up sequence as soon as it is connected. The phone goes through
this process the first time you plug in your phone and every time you restart your phone.
The phone displays the following startup screens.
The 6920 phone then checks settings and looks for new configuration and firmware updates from a
configuration server. This may take a few moments while the phone downloads the latest updates.

10
GETTING STARTED PLUGGING IN AND STARTING THE PHONE
NOTE: New updates to your phone can be automatically scheduled from the server. This is set up on the
phone system by your System Administrator and should be scheduled during non-business hours or slow
call periods.
WARNING: Do not unplug or remove power to the phone while it is checking or installing firmware and
configuration information.
If language packs were loaded to your phone by your System Administrator, the following screen displays
during startup.
When the configuration update is complete, the phone displays the following screens and then displays
the Home screen.